Gain an understanding of the characteristics of customer service fraud in the workplace and what you can do to mitigate against it.
The global pandemic changed the way we do business and interact with our customers in today's landscape. With more and more corporations either outsourcing their customer service function to a third party or moving the function altogether off-shore, the environment for fraud schemes is ever evolving. This topic will help the professionals responsible for corporate compliance have a better understanding of the common fraud schemes in the customer service space and provide insights into identifying common red flags.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Background
- 2020 Economic Crime Survey Results
- Case Study: Dissecting a Recent Customer Service Fraud Incident
Control Environment
- Tone at the Top
- Fraud Risk Assessments
Risk Identifiers
- The Role of Compliance and Internal Audit
- Leveraging Data Analytics and Machine Learning
- Common Fraud Schemes
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on November 16, 2021.
Call 1-866-352-9540 for further credit information.
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Rudolph Escarne
PwC
- A director in PwC’s Forensics Technology Solutions practice (FTS)
- Recognized as a specialist in dealing with vast amounts of data and has 12 years of technology experience; within the technology practice, he brings a unique blend between technology experience and fraud detection and have assisted several Fortune 500 companies with analyzing datasets from various enterprise resource planning platforms such as SAP, Oracle and Deltek
- Experience includes performing analytical-based investigations related to fraud allegations and economic crime investigations
- Extensive experience working with external legal counsel on regulatory and legal matters; he has significant experience working with international clients and helping clients leverage technology to support litigation, corporate disputes, regulatory compliance, and electronic discovery projects
Marc E. Filer
PwC
- A director in PwC’s Investigations & Forensic practice and has approximately 16 years of forensic accounting experience
- Focusses on anti-corruption/FCPA matters, including internal investigations, compliance program assessments, and due diligence
- Has also managed financial accounting and fraud investigations, anti-money laundering investigations/lookbacks, and dispute analysis/expert witness cases
- Has worked on matters in over 30 countries and gained experience in pharmaceutical/medical products, manufacturing, industrial products, retail and consumer, hospitality, and the technology industries
- A licensed Certified Public Accountant (CPA) in Ohio, Virginia, and Washington. D.C.; he is also a Certified Fraud Examiner, Accredited in Business Valuation (ABV), and Certified in Financial Forensics (CFF)
- M.B.A. degree, Georgetown University; B.A. degree, Ohio University
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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